Contact Center Solutions Featured Article

Contact Center Solutions Provider NICE Systems Wins $4 Million Contract with Major U.S. Bank

September 16, 2009

Contact center solutions provider Nice Systems -- parent company of workforce management solutions provider IEX Corporation -- announced today that it has signed a $4 million contract with an unnamed major U.S. bank.

The bank will migrate to the NICE SmartCenter suite of contact center applications from its current platform in order to improve its operations and customer service. In addition, the system, with its advanced call recording capabilities, will help the bank more easily meet compliance regulations.

According to a press release, the bank, which acquired another bank last year as part of consolidation in the financial services sector, will deploy NICE SmartCenter at two additional VoIP contact centers with thousands of agents. The migration is being carried out as the bank consolidates is data center operations.
 
As a result of the deployment, the bank, which handles millions of calls per year, will gain centralized administration of all its contact center operations – as well as greater scalability to handle increased call volume.

This deployment includes NICE’s call recording and quality assurance solutions, but it could also optionally include IEX’s (News - Alert) advanced workforce management software. Having this WFM software centralized means the bank would have even better control over the scheduling of contact center agents, across all contact center locations, as well as improved forecasting capabilities which will enable it to forecast call volume and schedule agents appropriately (including the accurate scheduling of agents based on skill set).
 
The global bank will also add NICE Interaction Recording and NICE Quality Management at the acquired bank’s offices as well.

NICE Systems (News - Alert) made news earlier this month when it announced that it had received follow up orders from Cherokee Nation Entertainment, or “CNE,” for its NiceVision video surveillance solution.

Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.


Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Charges for Speaking to Agent is Bad Trend

With the holiday season approaching, the Contact Center Solutions Community was filled this week with interesting insights and advice along with some interest developments. [ Read More ]
11/01/2014

Appeals Court OKs Redbox's Customer Info Disclosure to Third Parties

The U.S. Court of Appeals for the Seventh Circuit, based in Chicago, has given its approval of Redbox's practices for disclosing customer information to a third party regarding customer service issues. [ Read More ]
10/31/2014

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!